Member Service Rep I,II,III

About the Role

This position is accountable for providing exceptional service in a call center environment, with a focus on processing transactions, member requests, and referring financial products and services. The role adheres to the credit union’s policies, procedures, and quality service standards.

Responsibilities

• Process member transactions and requests accurately and timely.
• Perform account file maintenance and handle member issues and inquiries.
• Identify cross-selling opportunities and refer members to appropriate staff.
• Meet or exceed established monthly and annual sales and service goals.
• Maintain knowledge of all products, services, policies, and procedures.
• Follow quality service standards to ensure exceptional service.
• Address difficult member situations and resolve them positively.
• Identify and report questionable or suspicious transaction activity to management.
• Ensure BSA/AML compliance to reduce risk to the credit union.
• Assist with end-of-day balancing, opening and closing procedures, and other tasks as assigned.
• Adhere to FSCC policies and procedures specific to a service center environment.

Member Service Representative II (in addition to MSR I responsibilities):

• Demonstrate thorough knowledge of all products, services, policies, and procedures.
• Quote deposit rates and membership eligibility.
• Provide support for online banking and bill pay.

Member Service Representative III (in addition to MSR II responsibilities):

• Demonstrate proven sales and service goal achievement.
• Back up for processing consumer loans and new accounts.

Requirements

• A high school diploma or equivalent is desired.
• Member Service Representative I: 1 year of previous customer service experience.
• Member Service Representative II: 1 year of experience in a financial institution, including sales and service. Call center experience preferred.
• Member Service Representative III: 2 years of experience in a financial institution plus proven successful performance in sales and service. Call center experience preferred.
• Excellent communication skills, sound judgment, and attention to detail.
• Ability to operate standard business machines (computer, printer, fax, copier, telephonic devices).
• Ability to adhere to work schedules, follow directions, interact effectively with coworkers, and accept constructive criticism.

Skills

The Eight Superpowers:

• Provides leadership through modeling behaviors and bringing forward new ideas.
• Demonstrates empathy, self-reflection, and emotional intelligence.
• Practices active listening in communications.
• Demonstrates grit and persistence in achieving goals.
• Models intrinsic motivation and self-driven performance.
• Applies creative problem-solving to navigate barriers.
• Values and respects diverse perspectives, experiences, and backgrounds.
• Fosters inclusion and collaboration in the workplace.

Goals & Expectations

• Service Goals: Meet or exceed a 4.00 overall service rating.
• Sales Expectations: Meet or exceed established monthly and annual sales goals.
• Consumer/Real Estate Loan Referral Goal: 700 annually.
• Earned Sales Incentive Goal: $20 minimum monthly.
• Checking Accounts Opened Goal: 50 annually.
• Additional referral requirements: auto buying service, investment products, and credit union promotional products.
• Additional sales requirements: e-statements, bill pay, and direct deposit.

Benefits

California Coast Credit Union fosters a positive work/life balance and offers:

• A workplace Wellness Program for health, wellness, and fun.
• An Employee Activity Program.
• A supportive and employee-friendly culture with recognition and rewards.
• Active involvement in community activities.

Pay

• Member Service Representative I: $18.00–$20.02 per hour.
• Member Service Representative II: $19.00–$22.02 per hour.
• Member Service Representative III: $20.00–$24.69 per hour.

Physical Requirements

• Excellent ability to communicate verbally and in writing.
• Ability to tolerate periods of continuous sitting.

Work Environment

• Work is primarily performed within a cubicle office setting in a call center environment.
• Subject to standard background noise typical of a call center.